Ovo energy

cas13g

@QrizB I only sent 1 reading which was on the online chat, I don't have a copy of the chat records

Reed_Richards

So you used 34 kW from 20/04 to 28/04 and another 49 kWh from 28/04 to 08/05. That's 4 to 5 kWh per day, which is quite modest use. Have Ovo confirmed that they can get readings from your new meter (so you won't need to submit them yourself)?

cas13g

@Reed_Richards Ovo have said that they are waiting on the meter team contacting them back to send over meter readings as my meter is still not sending them.

Reed_Richards

When you say Ovo are waiting on the meter team, that's the Ovo Meter Team; they are all part of the same company! The engineers who visited your house might be subcontractors but they still work for Ovo. It sounds as if Ovo have got themselves into a mess with your account and the meter readings and are trying to pass the blame around their various departments.

cas13g

@Reed_Richards this is the email I received from the complaint team on Thursday.

Update

After speaking with you, I raised a case with our metering team to have incorrect meter information removed and the correct meter updated, as you kindly provided the photo of this. They have closed the case and advised that I would need to get in touch with meter operators to send over the correct job report.

I had already requested this information and was waiting for a reply. Rest assured that I am doing utmost to have the correct information to prevent having to book another appointment

Reed_Richards

Who are "meter operators"? Is this another team different to the metering team?

cas13g

@Reed_Richards I have no idea who they are, at this point I'm wondering if Ovo are simply messing me about now because they have no idea what they are doing.The complaint handler is still telling me she will issue my refund once this is all sorted so I'm wondering how she knows there will be any credit left to issue a refund.I am now checking the app daily and I can see charges for both gas and electric going up so something must be working.

Reed_Richards

It seems there might be progress in getting readings from your meters; I hope so and the increased charges are based in real data and not just estimates. Then comes the problem of how to resolve that period of time when Ovo have no readings apart from ones you supplied yourself.

cas13g

@Reed_Richards Complaints are calling me again Tuesday so I will see what they have to say this time.

Reed_Richards

Any progress with Complaints. @cas13g ? Ovo has the reading you sent in February this year so they should be able to bill you up until that date. The problem is that electricity prices change every quarter (unless you are on a fixed deal) so Ovo would have to estimate what your reading was at every price change since November 2024 when they last got a true reading.

Then there is the time between the date of your photo and the date in April when your old meter was removed. Your card does not show a final reading, as it should do. Did the installer communicate a final reading to Ovo?

Finally there is the issue of whether Ovo has managed to get its act together, read your meter remotely and convey those readings to the team that deals with them. If that hasn't happened I suggest you raise a complaint specifically on that issue as this will start the clock for the 90 days they have to resolve this.